We handle returns on a case-by-case basis with the ultimate goal of making our customers happy. We stand behind our goods and services, and want customers to be satisfied with them. We’ll always do our best to take care of customers—our philosophy is to deal with them fairly and reasonably. We have long believed that when we treat our customers fairly, they in turn are fair with us. We apply refunds to the tender with which returned items were purchased. If we choose to provide a refund and no record of sale is available, we’ll ask for personal identification and a refund will be provided at the current price on a NOVA Mapo Gift Card.
Need to make a return? We no longer send return labels with orders, but you can still print your own prepaid label, get a QR code to use at eligible USPS or FedEx locations or make your return in store. Please be sure to pair the item with the correct package and label. Items sent to us by mistake, with the wrong label, or that do not meet our return criteria won’t be returned to you or refunded.
We now accept eligible returns of NOVA Mapo and novamapo.com merchandise at NOVA Mapo locations. Fine jewelry and designer items purchased at NOVA Mapo or novamapo.com are not eligible to be returned to NOVA Mapo stores. NOVA Mapo purchases made in Canada are not eligible for return at U.S. locations. Boutique returns must be processed at the store where they were originally purchased.
- We accept returns of all items within 7 days of receival with the right to full refund. We charge a return fee that will be deducted from your refund. See the cost for your country here.
- A condition for a full refund of your return is that the goods are returned in the same condition as when you received the order. If the item has been used (other than to test the it), damaged, washed, altered or missing tags/labels, we are entitled by law to charge you a fee for the depreciation of the item.
- Due to health and hygiene reasons, sealed cosmetics and hygiene products are covered by the right of return only when the seal is fully intact. Underwear and swimwear should have hygiene stickers remaining.
- You are always entitled to one prepaid return label per order, that shall be used to return it. Always save the return receipt or other proof of return from the carrier. If you need to make a second return, please contact our customer service.
- NOVA Mapo reserves the right to reject the returns that are sent after the allowed return window of 15 days and/or otherwise outside of the Return policy. In case of declined return, we may send the items back to your main delivery address on your expense to cover the delivery costs.
- If you want to return an order, please register your climate compensated return via novamapo.com/returns. You will be provided with return instructions after registering.
- We aim to process your return and issue a refund within 14-21 days.
- Refunds will be issued via the original method of payment.
- If you would like to change your item for a different color or size, please return your unwanted item and place a new order. You can read more in our FAQs here.
- All items will be reviewed individually upon return. If we receive a returned item in an unsuitable condition we reserve the right to decline a refund and in case of non-compliance with this Return policy, you risk being suspended as per our Fair Use Policy.
- We are not responsible for items that are returned to us by mistake.
- If the goods are damaged or faulty when delivered, always contact Customer Care. From there, you will be instructed to return the goods for a full refund.
Frequently Asked Questions
How do I exchange an item?
How are my refunds credited?
How do I make an international return outside of the U.S.?
What about returns for purchases at novamapo.com?
Do I need a receipt from my purchase?
How do I return items containing potentially hazardous materials?
Do you take everything back?
Is there a time limit? What if the item is worn?
Why do special-occasion dresses and some designer items have tags that say if the tag is removed the garment cannot be returned?
Are there restocking fees?
Why does NOVA Mapo request my personal identification for a return without a record of sale?
Do you take checks?
How do you process my return if I paid with PayPal (U.S.)?
How do I exchange an item?
For the best service and selection, please order your replacement items online or contact at contact@novamapo.com for assistance.
Please call customer service in the U.S. at 1.888.282.6000 for assistance returning oversized items, perishable goods or other unusual merchandise.
How are my refunds credited?
All refunds with a sales receipt will be credited to the purchaser’s original form of payment, including gift cards (so be sure to keep your gift cards, even if they have a $0 balance). We offer gift receipts to customers when they purchase gifts. When returning an item with a gift receipt, the refund may be credited to either the original form of payment or a NOVA Mapo gift card. If we choose to provide a refund and no record of sale is available, we will ask for personal identification and a return will be provided at current price on a NOVA Mapo gift card. (Gift cards cannot be redeemed for cash unless required by law.)
- Items Returned by Mail: if you ordered by credit card, we’ll credit your account within 14 business days. This will show on your next statement, depending on the issuing bank and/or billing cycle. If you have requested an exchange, your account will be charged for the new item and credited for the return.
- Items Purchased with Gift Cards and NOVA Mapo Notes: if you paid with a gift card, it’s important to keep your original gift card (even with a $0 balance) as generally refunds or returns will be credited to your original gift card(s). If you also paid with a NOVA Mapo Note, we’ll credit it back to your account within 72 hours. If you have questions, contact Customer Care at 1.888.282.6060.
- Shipping Charges: unfortunately, we cannot refund shipping charges.
I don’t have a printer. Is there another way I can do a return?
If you’d like to do a digital return but don’t have a printer, please follow these steps.
If you have a novamapo.com account:
- Sign into your account and visit your Purchases page.
- Choose Details on the order containing the items to be returned.
- Select Start a Return and complete all steps in the online form.
- Show your QR code at an eligible USPS or FedEx location and they’ll print a shipping label for you.
If you checked out as a guest:
- Start a return.
- Enter your order number and ZIP code.
- Complete all steps in the online form.
- Show your QR code at an eligible USPS or FedEx location and they’ll print a shipping label for you.
Alternatively, you can take your return to your most convenient NOVA Mapo, NOVA Store or NOVA Mapo Local.
GIFT CARDS
Gift Cards can’t be returned.
BALSAM HILL
Returns/exchanges are accepted within 30 days of purchase or prior to December 25 (whichever comes first). Please call NOVA Mapo customer care at 1.888.282.6060 to request a return shipping label. NOVA Mapo will not accept Balsam Hill products in stores or by mail.
CASPER BED
Please call 1.888.282.6060 for inquiries and assistance.
WESTIN HEAVENLY BED
Please call Simmons at 1.877.399.9397 for inquiries and assistance.
FINE JEWELRY
Please follow the instructions included in your shipment and fill out the return section of the packing slip when returning fine jewelry by mail. Return your package via the carrier of your choice, with return signature required. For your protection, you must insure the package for the value of the item enclosed. Fine jewelry can also be returned to NOVA Mapo stores that have a Fine Jewelry department. Simply bring the packing slip and/or credit card used when you placed the order.
GREEN SHIPPING
In our continued effort to minimize waste and lessen our impact on the environment, please note that your order may arrive in a slightly used shipping box.
NOVA STORE RETURN POLICY
Please visit the NOVA Store site for information about their return policy.
Questions? Contact contact@novamapo.com.
How do I make an international return outside of the U.S.?
International novamapo.com orders made with Borderfree have a different return process and do not qualify for free returns or merchandise exchanges. For a refund that includes duties, taxes and tariffs, please contact NOVA Mapo customer service and ask them to send you a Return Merchandise Authorization form on behalf of Borderfree. Then mail the completed form with your item(s) to Borderfree. If you choose to return an international order directly to NOVA Mapo, you will receive a refund for the merchandise from Borderfree but not duties, taxes or tariffs. Learn more about international returns.
What about returns for purchases at novamapo.com?
Simply send your item back or bring it to a store near you and we’ll do our best to take care of you.
Do I need a receipt from my purchase?
Your receipt or order number helps us locate your purchase the fastest. If you don’t have a receipt, we should be able to find the purchase in other ways, but we may ask you for more information so we can better assist with your request. If no record of sale is available and we choose to provide a refund, your personal identification will be required to process the return and the return is provided at current price on a NOVA Mapo Gift Card.
How do I return items containing potentially hazardous materials?
Please pack, label and ship these items separately, and remember to attach the special label we’ve included to each package. Due to shipping regulations, this is required by USPS.
Do you take everything back?
We’ll do our best to take care of you, but from time to time we cannot accommodate a return.
Is there a time limit? What if the item is worn?
We will do our best to take care of customers and deal with them fairly; we ask that our customers treat us fairly as well. From time to time we may not accept a return. There are no time limits for returns or exchanges.
Why do special-occasion dresses and some designer items have tags that say if the tag is removed the garment cannot be returned?
If customers need to return a special-occasion dress or designer item, we ask that the item be in the same condition as when they received it, with all packaging included and tags still attached. Customers have told us that it’s important to them that the special-occasion dresses and designer items they’re purchasing have not been worn or used prior to their purchase. Over the years, we have also found that we received a disproportionate number of returns that appeared to have been previously worn in these categories, compared to other categories we sell. To meet our customers’ expectations, we implemented a tag or card to help ensure these items are returned in original condition.
Are there restocking fees?
No.
Why does NOVA Mapo request my personal identification for a return without a record of sale?
Because of our liberal return philosophy, we have this internal auditing procedure to give us the ability to monitor and investigate refunds and returns without a record of sale.
Do you take checks?
Checks will no longer be accepted as payment for merchandise. However, checks will continue to be accepted for payment on accounts.
How do you process my return if I paid with PayPal (U.S.)?
If the full amount of your purchase was made with PayPal, your refund will be credited to the same PayPal account. If your PayPal purchase included a NOVA Mapo Note or NOVA Mapo Gift Card, your refund will be credited to your PayPal account in separate amounts. If your return is made in store, you’ll receive your refund in the form of a NOVA Mapo Gift Card.
